Transform
Our holistic approach to improving customer experience operations typically delivers 20-30% performance improvements within months by increasing efficiency, effectiveness and flexibility. With our knowledge, tools and proven methodology, you can achieve a similar transformation, creating a streamlined, customer focused operation run on best practice principles.
Detailed Design
We use a service design approach working with front line staff to create processes which align to a revised structure. Best Practice Processes (BPPs) are supported by detailed design of an operations framework and other changes such as reports, incentives, skills and teams.
Test and Learn
We use a critical mass of staff to “road test” and fine tune the changes. This controls risk, helps manage the change and demonstrates proof that the changes will deliver the proposed outcomes.
Implement
When rolling out the change beyond the pilot group we consciously apply our proven change management techniques to successfully embed the change and encourage ongoing continuous improvement.